Project Coordination and Customer Service Specialist

Chyna Donahue

Waldorf, Maryland *****

Mobile: 240-***-****

Email: ************@*****.***

Summary

I am confident that I possess the skills and knowledge necessary to work with your company. I have been in the customer service field for over 6 years and hold an excellent record. My current and past career opportunities have offered me with the ability to deal with people, problem solving and an overall perception of qualities one needs to be successful. I am also a quick learner, and I can easily adapt to change. Performance Management Consulting, June 2021- August 2022 Staff Assistant; Washington DC

● Managed day to day client interaction, leading and motivating other team members; reviewed and approved schedules with sub-contractors; obtained, reviewed, and negotiated estimations and prepared all change orders; approved and submitted payment requests, estimating all change orders.

● Managed large telecommunications installations for commercial and federal government contracts. Managed general contractors and subcontractors; Met with staff to determine project needs and scope of work, prepared and approved documentation including all contract related correspondence; hiring and supervision personnel for projects.

● Led weekly and monthly project planning/status meetings and facilitates

● cross-team coordination and work priority; developed and presented high level PowerPoint presentations to management and high-level government executives of project status; communicated technical information orally and in writing to technical staff, non-technical staff in an effective manner. Designed and conducted analytical and cost-benefit analyses to achieve project goals and identify cost trends and inefficiencies.

● Identified and resolved issues and conflicts within the project team; identified and managed project dependencies including projecting the critical path; Conducted project postmortem and created a recommendation report to identify successful and unsuccessful project elements. Developed best practices and tools for project execution and management.

● Provided guidance for vendors and sub-contractors on technical requirements for new or modified applications, equipment, and software configurations; Performed other duties as assigned/required. Supervised – 15 staff and contractors. Medstar Hospital: January 2021 to June 2021

Patient Transporter/

Environmental Services Washington, DC

● Played an integral role within the Health Care team of transporting patients and supplies, maintaining confidentiality of records, as well as delivering exceptional patient care (while handling emergency, and crisis/critical situations) --which is essential to Hospital success.

● Provided dispatch services

● Maintained professionalism in articulating, communicating, reading, and handling non-complex records of patient names, pick-up sites, delivery times to ensure transport of patient in correct locations.

● Maintained a professional, safe, and secure work environment by following standards and procedures,

● Skilled in establishing and maintaining effective work relationships, patience, and compassion in handling all patients, as well as empathy and compassion in managing patient family members.

● Assist Radiology staff as needed in performance of their duties.

● Analyzed individual medical conditions to identify proper mode of transport.

● Experienced in acquiring significant and critical Health knowledge and information through learning.

● Trained in safe lifting techniques, as well as operating various transport devices such as wheelchairs.

● Transported patients by wheelchair or gurney to their destination as instructed by their doctor.

● Transported confidential documents in a safe and efficient manner.

● Inspected wheelchairs and gurneys for any defects.

● Ensured compliance with all infection-control rules and regulations. United Parcel Service October 2019 to January 2021 Loader Landover, MD

● Learning and properly executing UPS package handling methods

● Responsible for the unloading, sorting, scanning, and loading of packages in the center.

● Move a variety of packages and they process these efficiently for the drivers to deliver

● Work in a physically demanding and fast-paced warehouse environment, and the continually lift, lower and slide packages for the duration of their shifts. I worked with conveyor and roller belts, inside the trailers, cargo containers and package cars

● Scanning and Loading UPS packages into trailers in a warehouse environment

● Loading, unloading, and sorting package.

● Physical job / standing and lifting repetitively Baltimore Gas & Electric

CSR – Call center October 2018 - October 2019

Baltimore, MD

● Take customer calls and provide accurate, satisfactory answers to their queries and concerns

● De-escalate situations involving dissatisfied customers, offering patient assistance and support

● Call clients and customers to inform them about the company’s new products, services, and policies

● Guide callers through troubleshooting, navigating the company site or using the products or services

● Review customer or client accounts, providing updates and information about billing,

● Collaborate with other call center professionals to improve customer service

● Help to train new employees and inform them about the company’s customer management policies

DCA Reagan National Airport

Company: Eulen America, Inc. October 2017 -September 2018 Dispatching & Unaccompanied minors Agent; Arlington, VA

● Resolve customer or employee complaints.

● Set operations policies and standards, including determining safety procedures for the handling of dangerous goods.

● Collaborate with other managers or staff members to formulate and implement policies, procedures, goals, or objectives.

● Monitor operations to ensure that staff members comply with administrative policies and procedures, safety rules, union contracts, and government regulations.

● Assisting with scheduling workforce for daily shifts while conducting routine oversight for successful operation.

● Performing daily administrative functions geared towards monitoring and tracking-time arrivals and departures.

● Accurately maintaining logs associated with flight ensuring compliance with company practices.

● Responsible for helping customers with ticket purchasing, and scanning tickets for customers getting on board, do all safety checks when the flight lands and before it takes off.

● Providing great customer service to all passenger whether taking a flight or requiring information.

● always maintained a level of service expectations of both the passenger and the airline customer.

● Verifying travel documents, escort passengers to the gate and security if requested.

● Cleaned, sanitized, and maintained the interiors of aircraft including seats.

● Washed, disinfected, and restocked lavatories, in a proper manner.

● Picked up, folded, and stored all blankets and pillows in their respective areas.

● Utilized and maintained all assigned cleaning-related equipment and supplies.

● Interpreted and complied with all applicable company policies and procedures. Crystal Springs

Beltsville MD September 2019 to Nov 2020

● Complete or maintain Route book and other related documentation to provide management with product and accounts sales date.

● Provide excellent service to assigned accounts; create and maintain goodwill with all customers

● Enter customer orders and make deliveries using a handheld device

● Reconcile daily paperwork, which can include money and invoices; turn in records to ensure accurate financial tracking of delivery activities

● Develop all assigned accounts relative to sales volume, market share, product distribution, space allocation, and customer service

● Adhere to all company and legal guidelines regarding collection policies and procedures to protect company interests

● Utilize point-of-purchase (POS) materials to stimulate sales EDUCATION

Dr. Henry A Wise Jr. HS 2013’

CERTIFICATIONS

CPR/BLS Certification

REFERENCES ARE AVAILABLE UPON REQUEST

SKILLS

• Front desk experience

• Organizational skills

• Patient Care

• Computer skills

• Microsoft Office Suites

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